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Alberta market status · August 13, 2026
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Regulated Canada · August 2026
Complaint routes

How to Complain About an Online Casino in Ontario or Alberta

A payout or account dispute starts with the regulated casino or OLG Player Support. A possible rule breach may belong with iGaming Ontario, the AGCO or AGLC. Choose the route by province and issue type.

Updated Regulated sites only
The key distinction
Money, account or bet dispute

File the private operator's formal complaint first. OLG.ca complaints start with OLG Player Support.

Possible standards breach

A regulator can review compliance, but that does not guarantee a refund or compensation.

Start in the right place

Choose the Province Where You Played

These processes cover regulated provincial sites. A foreign licence or an offshore site's own complaint policy does not put that site inside iGO or AGLC jurisdiction.

Ontario
Private operator, iGO, OLG and AGCO

Use iGO for an eligible unresolved private-site dispute, OLG Player Support for OLG.ca, and the AGCO for the listed regulatory concerns.

Alberta
Operator and AGLC

Use the operator first for a personal dispute. AGLC reviews possible rule breaches but cannot recover money or order a refund.

Ontario

Ontario complaint route

A dispute about a private regulated casino starts with that operator and can move to iGaming Ontario if eligible. An OLG.ca complaint starts with OLG Player Support. Responsible-gambling, suspected-illegal-activity or advertising concerns may go directly to the AGCO when contacting the site first would be inappropriate.

Scope: Private regulated sites use the operator and iGaming Ontario routes. OLG.ca is conducted and managed by OLG, so its complaints start with OLG Player Support instead of iGO. Neither route here covers unregulated sites or pari-mutuel horse-race wagering.
Step 1Casino operator

Make a formal complaint with the casino

Use the site's formal complaint process for a dispute about a win, payout, payment handling, terms, a bonus, identity verification, account closure, a voided bet, a technical problem or customer service.

Where this route starts

This is the required first step for a personal dispute with a specific regulated site before iGO review.

Use this route for

  • Whether a wager won and how much was paid
  • Deposits, withdrawals and payment handling
  • Operator or game terms, including bonus terms
  • Identity verification, account closure or a voided or cancelled bet
  • Site, game or customer-service problems

What to do

  1. 1Review the site's terms and its published complaint process.
  2. 2Submit the issue through that formal process and keep the complaint reference number.
  3. 3Allow the operator the time stated in its service standard, check your spam folder and follow up if no response arrives.

Timing

Operator response
Use the operator's published service standard. Escalation to iGO is available when no response arrives within 90 days after the operator became aware of the dispute.
The 90-day figure is not a promised iGO completion time.

What this route can do

  • Resolve most site-specific disputes through the operator's own customer dispute process.
  • Provide the formal response and complaint number needed for a later iGO submission.

Keep in mind

This is the operator's own process. Independent review only begins at the next eligible route.

A customer-service chat is not necessarily a formal complaint. Follow the site's stated process and obtain its complaint number.

The iGO route applies only to gambling products offered by an operator acting as iGO's agent.

Step 2iGaming Ontario

Escalate an unresolved regulated-site dispute to iGO

iGO reviews eligible disputes after the operator process, issues involving a formerly regulated operator that has left Ontario, and general complaints about iGaming regulation in Ontario.

Where this route starts

A formal operator complaint and follow-up are normally required for a dispute with a specific current site. A general complaint is a separate route.

Use this route for

  • No operator response within 90 days after the operator became aware of the dispute
  • An operator response that remains unsatisfactory after follow-up
  • An issue involving an operator that previously operated in Ontario and has since left
  • A general complaint about iGaming and its regulation in Ontario

What to do

  1. 1Confirm that the site is or was part of Ontario's regulated iGaming market and that the product was conducted and managed by iGO.
  2. 2Keep the casino name, player ID and operator complaint number ready.
  3. 3Use iGO's player-support questionnaire and submit the resulting complaint or inquiry through iAGCO.

Timing

Receipt acknowledgement
Within 1 business day
Further response
There is no fixed completion time.
If further action is needed, iGO provides the expected time for its next response.

What this route can do

  • Review the complaint, work toward a resolution and explain the result of the review.
  • Refer criminal or regulatory matters to the appropriate authorities.

Limits

  • Directly settle a bet, refund a wager or award compensation.
  • Decide a gambling-transaction dispute involving an unregulated operator.

iGO cannot address a complaint about a product that it does not conduct and manage, including pari-mutuel horse-race wagering offered as an agent of Woodbine Entertainment Group.

iGO has no legal relationship with unregulated operators.

Submit to iGaming Ontario
Separate OLG.ca routeOntario Lottery and Gaming Corporation

Contact OLG Player Support about OLG.ca

Complaints about OLG or any aspect of OLG.ca start with OLG Player Support. Players can also contact the AGCO, which regulates OLG.ca.

Where this route starts

OLG.ca is not a private operator acting as iGO's agent. Use OLG's own complaint route rather than the iGO private-operator dispute form.

Use this route for

  • A complaint about OLG or any aspect of OLG.ca
  • An OLG.ca casino-game wager, result or purchase dispute
  • An OLG.ca account, payment or service issue
  • A concern about OLG.ca that the player wants to raise with the AGCO

What to do

  1. 1Check the OLG Player Agreement and any rules for the game involved.
  2. 2Contact OLG Player Support by live chat, email or phone.
  3. 3For a casino-style Pay-to-Play Game claim, submit it within 30 days after the game was completed unless the applicable game rules provide otherwise.
  4. 4For AGCO contact about OLG.ca, call 416-326-8700 or 1-800-522-2876 toll free in Ontario.

Timing

Pay-to-Play Game claim window
Within 30 days after the game is completed
This is a claim-submission limit, not a response time. The applicable game rules can provide otherwise.
OLG Player Support email
OLG Player Support endeavours to respond within 1 business day.
There is no fixed overall complaint completion time.

What this route can do

  • Accept a complaint about OLG or any aspect of OLG.ca through OLG Player Support.
  • Consider an eligible game claim under the Player Agreement and the applicable game rules.

Limits

  • The iGO private-operator dispute process does not cover OLG.ca because iGO does not conduct or manage OLG's offering.

The 30-day window applies to Pay-to-Play Game claims. Different rules apply to draw-based lottery games.

Pari-mutuel horse-race wagering on the platform linked from OLG.ca is governed by separate terms and is not regulated by the AGCO.

Contact OLG Player Support
Separate regulatory routeAlcohol and Gaming Commission of Ontario

Send standards concerns to the AGCO

The AGCO is Ontario's iGaming regulator. Use this route for responsible-gambling, suspected-illegal-activity and advertising complaints when contacting the operator first may be inappropriate.

Where this route starts

The operator step may be skipped for the listed regulatory concerns when contacting the site first would be inappropriate.

Use this route for

  • Responsible-gambling concerns
  • Suspected illegal activity
  • Advertising concerns
  • A possible breach of the standards that govern a registered iGaming operator

What to do

  1. 1Open the public iAGCO complaint form.
  2. 2Describe the regulatory concern and identify the site involved.
  3. 3If the form asks for an operator complaint or dispute number and operator-first contact was inappropriate, enter zero as directed by iGO.

Timing

AGCO complaint review
There is no fixed response or completion time for this route.

What this route can do

  • Receive a regulatory complaint through iAGCO.
  • Assess conduct against the standards and requirements the AGCO establishes and upholds for Ontario iGaming.

Limits

  • An AGCO complaint does not promise settlement of a personal transaction, a wager refund or compensation.

A payout, account or bet dispute still belongs in the operator-first route and, if eligible, iGO review.

The AGCO's regulator role is separate from iGO's conduct-and-manage role.

Submit an AGCO complaint
Alberta

Alberta complaint route

A personal account or transaction dispute starts with the operator. AGLC can review possible rule breaches after that process, or receive a responsible-gaming, possible-illegal-activity or advertising complaint directly when operator-first contact may be inappropriate. Its compliance process does not recover money for a player.

Scope: The AGLC process described here applies to regulated Alberta iGaming sites and possible breaches of Alberta's iGaming rules.
Step 1Casino operator

Register the dispute with the gaming site

Account sign-up and deactivation concerns, deposit and withdrawal issues, and other personal disputes start with the individual operator.

Where this route starts

This is the required first step for a personal dispute before an AGLC complaint about the unresolved matter.

Use this route for

  • Account sign-up or deactivation
  • Deposit or withdrawal issues
  • A dispute tied to the account or a gambling transaction
  • A disagreement about the operator's terms or decision

What to do

  1. 1Check the terms linked to the account or gambling transaction.
  2. 2Follow the formal complaint process published by the site and register the dispute.
  3. 3Wait for the operator's formal decision.

Timing

Operator formal decision
Up to 90 days
The regulated site should publish its process and estimated decision time.

What this route can do

  • Resolve the dispute directly and issue a formal decision under the site's complaint process.

Keep in mind

This is the operator's own process. Independent review only begins at the next eligible route.

Deposit and withdrawal concerns may also require contact with the player's financial institution.

If the operator decision remains unsatisfactory, AGLC suggests considering independent legal advice about the personal dispute.

Step 2 or direct regulatory routeAlberta Gaming, Liquor and Cannabis

Ask AGLC to review a possible rule breach

AGLC reviews whether a regulated site followed Alberta policy, legislation and regulation. That compliance review is separate from resolving the player's underlying transaction or recovering money.

Where this route starts

Try the operator and wait up to 90 days for a formal decision on a personal dispute. Operator-first contact may be skipped when a responsible-gaming, possible-illegal-activity or advertising concern makes it inappropriate.

Use this route for

  • A belief that a regulated gaming site broke Alberta's rules
  • An unresolved dispute after the operator process and up to 90 days for a formal decision
  • Responsible-gaming or possible-illegal-activity concerns where operator-first contact may be inappropriate
  • Advertising concerns within AGLC's stated scope

What to do

  1. 1Prepare the regulated site name, player ID and operator complaint number if one exists.
  2. 2Describe the incident and provide the incident date, time and available supporting documents.
  3. 3Submit the AGLC iGaming complaint form. Anonymous complaints are accepted, but AGLC cannot request more information or provide an update to an anonymous complainant.

Timing

Initial review
About 3 business days
The complaint is acknowledged and receives an initial response at this stage.
Compliance review
Up to 5 weeks
Complex compliance review
3 to 6 months, and sometimes more
AGLC may be unable to share confidential details from the review.

What this route can do

  • Decide whether the complaint is within scope, request more information, refer it or escalate it to compliance review.
  • Issue a warning, suspension or monetary penalty if AGLC finds that rules were broken.

Limits

  • Get a player's money back or make the gaming site provide a refund.
  • Guarantee that a compliance finding will resolve the player's underlying dispute.

AGLC does not oversee the frequency or volume of Alberta advertising and marketing. Those concerns belong with the CRTC or Advertising Standards Canada.

An AGLC penalty addresses regulatory compliance. It does not resolve the personal dispute with the site.

Submit an AGLC iGaming complaint
Before you submit

Keep the Complaint Record Together

Build the record before escalating. The required fields differ by province and route, so each item below shows where it applies.

Regulated site name

ON + AB

Use the exact casino or gaming-site name involved. Both iGO and AGLC request it.

Player ID

ON + AB

Keep the player or account identifier used by the regulated site.

Operator complaint number

ON + AB

Save the reference number issued by the site's formal complaint process when the operator-first route applies. A direct regulatory concern may not have one.

Applicable terms and complaint process

ON + AB

Review the terms tied to the account, game or transaction and follow the complaint route the site publishes.

Operator response and follow-up

Ontario

Keep the formal response, or a record that no response arrived, plus the later follow-up. iGO asks players to follow up and check their spam folder before escalation.

Email linked to the OLG.ca account

Ontario

Use the email address stored on the OLG.ca account when contacting OLG Player Support by email. Otherwise, account information cannot be provided in the email response and chat or phone may be required.

Incident date, time and description

Alberta

Record when the incident happened and give a clear description of the complaint.

Supporting documents

Alberta

Attach available documents that explain the complaint. Submit account material through the regulator form, not in a public forum.

Do not merge the records

A Personal Dispute Is Not a Regulatory Action

The same event can raise both issues, but the processes and possible outcomes are different.

01

Personal dispute

A disagreement about a player's account, wager, payout, payment, bonus, verification, site service or operator decision.

The operator is the first route. A regulator or iGO review does not guarantee a refund, compensation or a particular transaction outcome.

02

Regulatory complaint

Information given to a regulator about a possible breach of iGaming rules, including certain responsible-gambling, illegal-activity or advertising concerns.

The regulator may assess compliance. That process is not a substitute for the operator's handling of a personal account or transaction dispute.

03

Regulatory action

A warning, suspension, monetary penalty or other enforcement step taken by a regulator after its own compliance work.

An enforcement action addresses compliance. It does not prove that an individual complaint was upheld or that a player recovered money.

Our regulatory tracker contains public enforcement records, not a database of player complaints. A complaint can remain private and can close without a published order.

Open regulatory actions
Before you submit

What These Routes Cannot Do

A complaint review can test compliance and document a dispute, but each route has a defined limit.

  • These routes cover regulated sites. iGO cannot decide disputes involving unregulated operators.
  • The page does not assess the merits of a complaint, provide legal advice or predict whether money will be recovered.
  • A route with no fixed response time remains labelled that way.
  • Forms, scope and service standards can change after this page is updated.
FAQ

Casino Complaint Questions

The practical limits that matter before you choose a submission route.

Ontario casino guide

How registration, iGO status and Ontario player protections fit together.

Alberta casino guide

The AGLC and AiGC roles, confirmed-live sites and Alberta rules.

Withdrawal complaints

Evidence checklist, delay boundaries and the correct escalation route for a cash-out dispute.

Ontario customer support

Live chat, email, phone and published support hours for Ontario casino profiles.

Responsible gambling help

Warning signs, player controls and confidential support contacts.

Self-exclusion

Provincial scope, terms, account effects and direct enrolment.